ABSTRACT
Account managers make a dangerous assertion when they express statements such as “I have a great relationship with my customers; they know what I do for them.” Customers may indeed be aware of a few select things the salesperson recently did for them, but those memories fade quickly. What is even more foolhardy than assuming that the customer is fully aware of the items the seller has provided is the supposition that the customer knows what everything was worth in quantiable nancial terms.
